MetriNote – RingCentral Adds AI, Customer Engagement, WEM Features

Published on: November 3, 2025

Author: Beth Schultz, VP of Research and Principal Analyst What's the news? November 3, 2025 – In a trio of announcements, RingCentral introduced a handful of new products aimed at improving customer engagement capabilities of the RingEX unified communications-as-a-service (UCaaS) platform, broadening the scope of conversation analytics available for RingEX and RingCX contact center-as-a-service (CCaaS) customers, and bolstering the workforce engagement management (WEM) capabilities available with RingCX. The new product lineup is:
  • RingEX Customer Engagement (CE) Bundle, bringing informal contact center capabilities into RingEX. The newly available CE bundle combines premium enterprise features available as part of the RingEX Ultra licensing plan with enhanced SMS and call queue management features. The features include intelligent call queue management with callback options, shared SMS inbox, reply templates, and real-time analytics.
  • The Agentic Voice AI Communications Suite, comprising three solutions for enhancing conversations end to end. They are:
    • AI Receptionist (AIR), currently available in Canada, the U.S., and the U.K., facilitates lead capture with CRM integration, contextual handovers to live agents, advanced appointment booking, and support for SIP-based phone systems.
    • AI Virtual Assistant (AVA) provides assistance across workflows and via core capabilities such as call and meeting summarization and messaging composition and translation. AVA is currently in controlled early access for RingEX customers in the U.S., with expanded capabilities to roll out in early 2026
    • AI Conversation Expert (ACE), a rebranding of the already available RingSense, features upleveled capabilities via the Insights module. These include Explain, offering one-click summaries for executive-level insights; Investigate, providing AI-powered root cause analysis with recommendation actions and examples; and a conversational interface for asking questions of the data in natural language. General availability for the Insights module is expected in early 2026.
  • RingWEM Workforce Engagement Management Suite, following on the September 2025 acquisition of CommunityWFM, this AI-powered WEM suite for RingCX features AI Quality Management with screen recording, AI Interaction Analytics for customer satisfaction insights, and AI Workforce Management for predictive forecasting and scheduling. The suite will be generally available in early 2026 for standalone purchase or as part of a RingCX license.


You are currently viewing a preview of this content. Metrigy clients, please log in for full access to all research content. If you are not a client, please click below to purchase access to this research report. We also invite you to become a client.

 


Purchase Access

COMPLIMENTARY

Related products

Share